Mayan Train failures affect tour operators; without care protocol

Mérida, Yucatán.- Failure in operation of the Mayan Train affects several tour operatorsdenounced the owner of a travel agency who also pointed out that the frequent failures They do not have a user service protocol.

And although on Wednesday, April 3, it went viral, the new failure occurred on Monday, April 1 in the operation of the flagship work of the president’s government Andrés Manuel López Obrador which aims to cover the states of Chiapas, Tabasco, Campeche, Yucatán and Quintana Roo in a 1,554 kilometer circuit.

In accordance with Jorge Regaladopromoter of tourist trips, the walkers seen in the video that circulated on social networks arrived at the Teya-Mérida station (in Kanasín, Yucatán), on Monday, April 1 at 2:00 p.m.to go to Cancunbut they were stranded for more than 7 hours due to new failures of the Mayan Train, after Their trip was canceled without prior notice..

To understand better: Mayan Train leaves passengers stranded at the station towards Cancun; “This is useless, gentlemen, it is a pure lie,” they say.

“Suddenly they tell us that it is cancelled. This is a station where there are no trucks, we are in the middle of nowhere. They tell usgo, there arrange them as they can“.

Mayan Train user who was stranded on Monday, April 1, 2024

Mayan Train failures affect tour operators

In this context, this Thursday, April 4 Jorge Regaladotourist travel promoter, whose company was affected by the Mayan Train He recounted his bad experience to the journalist Azucena Uresti of Formula Group by having a company that operates rides national and foreign visitors to the region.

“We had that unpleasant experience, we came a group of 38 peoplesome of Nayarit and residents abroad, mainly of California y Arizona. All, the majority, with the hope of getting on the Mayan Train.

“We were scheduled to do on Monday past (April 1st) the route on the Merida-Cancun routethe time was 2 in the afternoon.”

Jorge Regaladotourist travel promoter.

The tourist business reported that they arrived at the Teya-Mérida station (in Kanasín, Yucatán) in time and formbut After a while they began to tell them that the train was late.

“That in 20 minutes it arrivedwhich arrived in 15 minutes and so, huntil several hours passed and finally they told us that had been canceled the train would take us to Cancun“.

You might be interested: Mayan Train has 11 points with danger of collapse, what are they and where are they?

Tren Maya does not offer solutions to affected users

However, the tour operator highlighted the lack of user service protocol in the event of failures of the Mayan Train that are becoming more and more frequent.

Well the staff They do not offer solutions to affected passengers that they would lose reservations already contracted, so at all times they asked for a bus to take them to their destination, but they only found closure.

“So we said, well, How are we going to move to Cancun? And the people who were there in front They only told us ‘it’s not in our hands, we do not have anything authorized, we cannot give them a solution‘

“We said, well, bring us someone who can give us a solution, because we have to get to Cancún somehow, because we have reservations, we have a tour, we have several things already contracted. and closedand closed, and closed.”

Jorge Regaladotravel agency owner

Then he arrived at the place where the group of affected people was, a woman who, he deduces, is a foreigner.

“Because of his appearance and his way of speaking He wasn’t from here in Mexicosupposedly she had a higher position. But they all told us the same thing: ‘It’s not in our handswe already requested it and they don’t authorize anything, it’s just that the other thing…’”

Tour operators denounce lack of attention protocol for failures of the Mayan Train

He regretted that they remained even with 7 hours late and without eating because at that station they did not sell groceries and they were not prepared for such a long wait; That added to the stress, some people had health problems.

“It wasn’t just us for this, it was a very large group that was affected by this, because in my group there were 38 but In total there were about 60 of us. people who were going to travel on the train at that time.”

“From my group There were people whose health was affected by so much stress and desperation.and well, what a pity that we came to know and enjoy something with enthusiasm and that we were not able to do it, I hope they become aware“He asked Jorge Regalado.

He highlighted that the personnel of the military company Tren Maya, which belongs to the Olmeca-Maya-Mexica Airport, Railway and Auxiliary Services Group (Gfasacomm) “is not capable of providing a solution, To handle a situation like this, just wash your hands.“

“Some of them even make fun of us and that’s not okay either.”

Jorge Regalado, tour operator.

And the businessman described the scene in which one of the employees ate calmly in front of the users stranded for several hours, while they could not eat food because they did not sell anything at the station or in the surrounding area. So she approached him to demand that he do that because it was a lack of empathy.

Viacrucis on the Mayan Train due to engine failures

The tourist businessman who claimed to have paid little more than 700 pesos per Mayan Train ticket on the Mérida-Cancún routeadded that it was until 9:30 p.m.when they managed to be transferred by bus and it was by putting pressure on the Mayan Train staff who’s only response was “that there were engine failures”.

“We arrived in Cancun until 2:30 in the morning. tomorrow (early morning) and there were people who went to Women Island, At that time they could no longer find a ferry (transfer boat) and they had to sleep in the terminal where they left us, what a pity it really is, they spoil the trip and take away our hope.”

“They do not have a service protocol (Mayan Train) when unforeseen solutions to the client occur.”

Jorge Regaladotouristic operator.

About, Azucena Uresti He said that even if they return the money to the affected people, there is no way to return the time, the lost hours and the reservations at the chosen destination.

To understand better: Travel on the Mayan Train? User shares his experience; had surprises

Mayan Train with late refunds

And the process for refund of money for canceled trips Unforeseen is late.

“They gave us a form to fill out for a reimbursementbut they couldn’t give it to us at that time, we had to send it online and In 15 or 30 days we would have a responseWhat a shame, really!”

Jorge Regaladotouristic operator.

To better understand: Traveling on the Mayan Train: failures and delays of hours, how long does the refund take?

He regretted that your clients disappointedbecause 90% of people (that he took) They wanted to know and travel in the train, project with great support from the federal government.

He pointed out that in 18 years as a tour operator A situation of this size that affects travel times for large groups had never happened to them and it was the first time they included the Mayan Train in their tourist tours.

Jorge Regalado dice what now only wait for the bad taste in your mouth to go awayafter the failures of the Mayan Train that affect tour operators like him due to the lack of care protocols.

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